Nickolas Selesky

Any updates on this feature or workaround to get the launcher text translated?

My team uses internal notes for a few different scenarios. 

1. Transferring tickets from one team to another: Adding any notes about the ticket/situation and why it's being transferred. 
2. Training Opportunities: Supervisors, Trainers and agents with more experience can help coach less experienced reps on how to handle a ticket or what can be improved on for the future. 
3. Personal Notes: Some reps use internal notes to add any notes about the situation that could be helpful if/when the customer responds. This comes in handy if it's a long thread and you want to give yourself notes so you don't need to read everything over again next time. 

I'm putting together a report for agents translating messages. We have a trigger that adds a tag x when an agent translates a message from our customer. The report I've made is from the updates history dataset but it's counting tickets with tag x for multiple agents who worked on that ticket.

Example: Agent A translates ticket -> trigger adds tag x -> customer responds -> Agent B now solves the ticket. 

The report shows both agents tag x count as 1 when Agent A should have 1 and Agent B should have 0. 

Is there a way to get the report to show how many tickets the tag was added for each agent but ONLY get the number of tickets tag x was added?